Client Success Specialist

2 weeks ago

Little Ferry, New Jersey, United States Litera Corp. Full time
Job Overview


A Customer Engagement Manager at Litera Corp. plays a pivotal role in collaborating with our clients to meet their objectives and foster successful results.

This position serves as a vital advocate for our clients, demonstrating a keen interest in promoting product adoption, engaging users, and utilizing data for actionable insights.

Customer Engagement Managers operate seamlessly across various departments, establishing and managing expectations between Litera and the client to ensure we meet the defined success criteria and beyond.

Our focus is on ensuring that clients derive maximum value from their investment in Litera, thereby enhancing their trust and loyalty towards our solutions and brand.

Daily Responsibilities


A Customer Engagement Manager is relationship-oriented and utilizes their network to strengthen connections with buyers, influencers, advocates, and occasionally, the end users.

This role encompasses a diverse range of clients, from complex organizations to smaller firms.

Key activities include:

  • Consulting with both new and existing clients to facilitate onboarding, identify partnership goals, and create success plans that drive value.
  • Analyzing usage metrics, addressing challenges, and proactively identifying and mitigating risks.
  • Exploring additional opportunities to enhance the client's Litera experience and resolve other business challenges.
  • Maintaining consistent communication with stakeholders and key contacts while keeping strategic success plans up to date.
  • Advocating for the client’s needs and providing regular internal updates to ensure visibility.
  • Leading client onboarding processes and conducting regular business review presentations.

Customer Engagement Managers collaborate closely with internal teams, including Sales, Product, and Marketing, to share success stories, insights, and key objectives that propel our product development.

Qualifications


The ideal candidate is:

  • Passionate about customer success and excellence.
  • Highly adaptable, quick-thinking, and inquisitive.
  • Equipped with strong presentation, verbal, and written communication skills.
  • Adept at listening, empathizing, and understanding the professional services landscape.
  • Capable of independently troubleshooting and resolving issues.
  • Interested in technology and confident in demonstrating products.
  • Possessing 1+ years of relevant experience in Customer Success, Professional Services, Consulting, or Account Management.

It is essential to manage clients proactively and guide them in navigating the Litera ecosystem.

Key Responsibilities


The Customer Engagement Manager will:

  • Oversee the health and retention of assigned accounts.
  • Ensure clients achieve expected ROI or better from Litera.
  • Confirm that Litera's products are integrated into clients' workflows.
  • Build strong relationships with users, identifying opportunities for operational improvements.
  • Conduct client QBRs that yield actionable recommendations, help clients realize ROI, and capture success stories.
  • Foster relationships with users and leaders across relevant roles.
  • Generate enthusiasm for Litera by sharing product roadmaps and enhancements.
  • Maintain awareness of customer personnel changes, interests in other products, and potential risks.
  • Initiate renewal discussions well in advance to facilitate a smooth renewal process.
Core Competencies


The successful candidate will demonstrate:

  • A strong commitment to partnering with clients to help them achieve their goals.
  • A curious mindset that seeks to uncover and document the business value provided by Litera.
  • Technical knowledge of the customer’s products, applying this knowledge to their specific situations.
  • Analytical skills to assess customer data and identify new operational opportunities.
  • Creative problem-solving abilities to navigate challenges effectively.
  • Influential communication skills, capable of engaging with all organizational levels.
  • Strong organizational skills to ensure plans are executed and outcomes achieved.
  • Engaging presentation skills, capable of using various tools to showcase product features and benefits.
  • Collaboration skills to connect individuals around challenges and drive towards resolutions.


Litera Corp. is an equal opportunity employer, committed to fostering a diverse and inclusive workplace.

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